Security and Privacy - Life Insurance

Our Security and Privacy Statement

This statement applies to the website located at www.wli.com.hk which is owned and operated by Well Link Life Insurance Company Limited ('Well Link Life') and Well Link General Insurance Company Limited ('Well Link Insurance'), and to any communications between you and us relating to an insurance policy or claim made under an insurance policy issued by us.

Your privacy and security are important to us

Your privacy is important to you and to us. We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.

Why do we collect information from you?

We need personal information to be able to supply online insurance products information and services to you and to assess and pay any claims. This includes providing you with quotes, administering and carrying out variations of policies, managing claims, exercising any right of subrogation and compiling statistics to allow us to improve our products and services for you.

We want to provide you with market leading products and services and related information. Unless you opt-out where indicated during your communication with us or subsequently ask us to stop, we may use or share your information to market insurance, banking, financial, securities, assets management products or related services as well as other products and services such as health, wellness and medical, food and beverages, sporting activities and membership, fitness or leisure activities, travel and transportation, social networking and media including provision of reward, loyalty or privileged programs (in respect of which we may or may not be remunerated). These products and services may be provided by or marketed by us, our group companies or our business partners. We don't send unsolicited bulk emails.

We will not be using the personal information we collect from you for any purpose other than the purposes stated here and in our Personal Information Collection Statement.

What type of information do we collect from you?

The personal information we collect includes your name, address, date of birth, contact details (for example phone and email), background history and information about your insurance experience, including data about your transactions with us.

We may also collect personal information about someone else from you, for example when you apply for a product or service in joint names or where you are nominating other people on your policy (for example, the Insured and beneficiaries). If you provide personal information to us about someone else, you're responsible for telling the other person that you've provided personal information about them to us.

While we will collect most of the information from you, we might also collect personal information about you or the persons nominated on your policy from someone else when we are processing your application for insurance coverage or are assessing a claim under your policy. This may include another insurer, an insurance investigator, claims manager or a medical provider.

How do we collect personal information on our website?

The information we collect about you depends on how you use our website.

When you visit our website, we record and collect personal information so we can give you the relevant information and quotes and, if you purchase a policy, to pay claims and manage your insurance policy. We use recognised payment service providers to process your insurance payments.

When you visit and browse our website, we also collect general information (like your internet protocol (IP) address) that won't personally identify you. This information allows us to maintain, evaluate and improve our site's performance.

We may also use external companies to web-host, help us maintain our website, problem solve and to gather non-personal information to evaluate the effectiveness of online marketing activities.

Links to other sites

We may provide links to other websites which may be of interest to you. These other websites are not subject to this Online Security and Privacy Statement and you should read the privacy and security statements on those websites to understand how they deal with your personal information.

We shall not be held liable for any loss or damage suffered by you arising from your access and/or use of these websites.

Would we send you any direct marketing materials?

We would like to provide you with the most updated products and services and related information available in market. If you do not wish to receive these direct marketing materials, please inform us through email or by phone and select or indicate to us where specified at the time of collection of personal data your objection to receive any direct marketing materials, information or communications irrelevant to your policy. We shall not send you any email communications for direct marketing purpose without your consent.

What do we do with emails?

To enable us to understand your needs and provide you with assistance, we would keep the contents of any email sessions you have with us.

Will we disclose your information to others?

To provide you with the insurance that suits you, we may disclose your personal information on a confidential basis to other parties who help us provide our products and services. This may be our business partners, insurance intermediaries, parties involved in supporting the claims process like loss adjusters, managers and assessors, reinsurers, healthcare entities or professionals, hospitals, investigators and recovery agents (whether directly or through fraud prevention institutions or other persons named here). It may also be disclosed to police, law and credit enforcement groups, legal advisors and health providers, or parties assisting us to provide communication services (like mailing). Your personal information may further be transferred to any parent, subsidiary or affiliate of Well Link Life in Hong Kong or out of Hong Kong, or to any association or federation of insurance companies in Hong Kong, any actual or proposed assignee or participant or sub-participant or transferee of our rights in respect your personal information.

Those external companies who assist us to web-host, help us maintain our website, problem solve and to gather non-personal information to evaluate the effectiveness of online marketing activities, may also have access to your personal information.

We impose security and confidentiality requirements on how they handle your personal information and we limit the use of it to the specific purpose for which we supplied it.

How can you access or correct your personal information?

If at any time you believe the personal information we have about you is not accurate, please contact our Customer Care Centre at lifeservice@wli.com.hk or at phone no. +852 2830 7500 or submit your request in writing to:

Data Protection Officer of Customer Service
Well Link Life Insurance Company Limited
Units 16-18, 11/F., China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road Central, Sheung Wan, Hong Kong

and we will change it straightaway. You may also request access to the personal information we have about you at the contact details above. [We may charge a reasonable fee for the processing of any personal information access request, but no charge will be imposed for a correction request.]

Dealing with other people

We will allow people other than the Policyowner to check only when:

They are one of the parties on the policy (e.g. life insured or assignee) but only on the part they should know about. Others unless we got verbal or written authorization from the Policyowner.

What is your online security?

The protection of your personal information is a priority for us. We take all reasonable precautions to protect your personal information from loss, misuse and any unauthorised access, modification or disclosure.

How can you be sure your personal information is secure?

The information you provide to us via our website is securely encrypted as it travels between your computer and our computers. The secure connection is over a protocol called secure socket layer - SSL, making it difficult for others to access your information. Two ways of knowing when you are using a secured section of our website is to look for the small padlock symbol usually found in the address bar of your browser and secondly the web address in your browser window will start with "https" instead of "http".

Your personal information is stored on our computer systems which are protected from unauthorised access by a combination of technologies (firewalls, secure logon processes, encryption and intrusion monitoring technologies).

We use an industry recognised payment service provider to process any insurance payments you make using this website. The service provider is required to protect your personal information on our behalf.

What happens when you make an online payment?

When you make a payment on our website using your credit card, your credit card detail is passed in a secure manner to third party payment providers, such as the issuer of your credit card.

Communicating with us via the internet

Our website enables you to communicate with us electronically via the internet. We need your email address in order to respond to your communications with us.

We never ask customers to provide their personal or login details by email. If you receive email asking for these, it is likely to be an attempt to acquire (wrongfully) your personal details (called 'phishing'). If in doubt, DO NOT open any attachments or click any links in the email. And, please contact our Customer Care Centre at once.

Securing your personal computer

Both you and us play an important role in protecting your information. There are three things you can do to secure your online experience:

• Antivirus and Spyware Protection. Install a commercial quality antivirus/spyware protection software package with the latest updates on your computer.
• Firewall. Make sure you have an active firewall. A firewall is a device that prevents unauthorised users from accessing or connecting to computers or networks.
• PC Operating System. Keep your computer's operating system up to date with the latest updates.

Always remember to log out from the Well Link Insurance session when you have completed your transactions. Do not leave your computer unattended while internet transactions are being processed.

We strongly recommend that you clear your browser's cache after each internet session. Cache files on your computer can retain images of data sent or received over the internet, making you a potential target for a system hacker.

You should safeguard your username and password. Never disclose your password to other persons. We will never ask you for your password. If you think your username and password has been stolen/has been compromised, please inform us immediately.

For more information on securing your personal computer, please refer to the Information Security (InfoSec) website of the Government of the Hong Kong Special Administrative Region.

Do you use Cookies?

We use cookies as a part of interaction with your internet browser. Cookies help us to provide you with a customised service and to enable our website online insurance quotation and purchase process. Cookies may also be used to record non personalised information such as the date, time or duration of your visit or the pages accessed, for website administration, statistical and maintenance purposes.

However, any such information will be aggregated and not attributed to individual users.

Well Link Life Insurance Company Limited (referred to hereinafter as 'We', 'Us', 'Our') is a member of Well Link Group with associated, affiliated and subsidiary members companies as added from time to time (referred to hereinafter as 'Our Group' or 'Well Link Group'). We recognize Our responsibilities in relation to collection, holding, processing, use, transfer, disclose and/or share of personal data under the Personal Data (Privacy) Ordinance (Chapter 486 of the laws of Hong Kong) (the 'PDPO') and this Statement is made accordingly.

Purpose of Collection

From time to time, it is necessary for you to supply Us personal information about yourself, policyowner, life insured, beneficiary and/or other relevant individuals in connection with our provision of products and services. Provision of the personal information to Us by you is voluntary. However, failure to supply such information may result in Us not being able to process your case and/or provide you or continue to provide you with insurance products and services you have applied for.

We may also collect, use, store, process, transfer, disclose or share your personal data for purposes including but not limited to:

1. ensuring that content from Our website is presented in the most effective manner for you and for your computer;
2. enabling Us to communicate with you, respond to your queries and to verify your identity;
3. identifying policies of insurance issued by Us for which you may be eligible and to provide you with quotes;
4. assessing, processing any application for policies of insurance that you make and administering and carrying out variations, cancellations, endorsements or renewals of insurance products as the case may be;
5. assisting in the issuance, administration, processing, arranging coinsurance and/or reinsurance of your insurance policies, payment instruction, policy renewal notice and relating services;
6. assessing and processing claims application, investigating and claims settling, detecting and preventing fraud (whether or not relating to the policy issued in respect of the claims application);
7. exercising rights of subrogation (if applicable) and collection of amounts outstanding (if any);
8. matching any data held which relates to you from time to time for purposes as listed here;
9. conducting market research for statistical or other purposes to allow Us to improve our products and services for you and designing products/services for You;
10. carrying out Our obligations arising from any contracts entered into between you and Us and other purposes in connection with the provision of any of Our products or services to you;
11. promoting, managing, conducting and marketing the insurance products and services of Well Link Life Insurance Company Limited and Our Group;
12. direct marketing of products, services and other subjects as described under the heading “Direct Marketing” below subject to your prior prescribed consent (if any), and you can exercise the right of opt-out by notifying Us at any time;
13. allowing you to participate in interactive features of Our service, when you choose to do so;
14. complying with any obligations, requirements, policies, procedures, measures or arrangements for sharing data and information within Us and Our Group;
15. using or making disclosure as required by any applicable law, rules, regulations, codes of practice or guidelines or to assist in law enforcement purpose, investigations by police or other government or regulatory authorities or bodies in Hong Kong or elsewhere and complying with the laws of any applicable jurisdiction in sanctions or prevention or detection of money laundering, terrorist financing, fraud or other unlawful activities within or outside Hong Kong; and
16. other purposes notified to you on or before the time of collection or use.

Data Transfer

Personal data held by Us will be kept confidential but We may, for the purposes set out above, disclose and transfer your personal data (including credit information and claims history) to or from:

• any agent, contractor or third party who provides technology or other services to Us including direct marketing services, payment, data processing, website hosting, administrative and/or other services to us in connection with company's operations and provision of policy administration and insurance services, including but not limited to insurance intermediaries, reinsurers, employers, loss adjusters, claims investigations companies, lawyers, accountants, financial advisors, healthcare entities or professionals, hospitals, other insurance companies (whether directly or through fraud prevention organization or other persons named in this paragraph), financial institutions and credit card companies, credit reference agencies and debt collection agencies etc. in Hong Kong or elsewhere and who has a duty of confidentiality to the same;
• related insurance industry associations/federations and their members, organizations that consolidate claims and underwriting information for the insurance industry, fraud prevention organizations and databases or registers (and their operators) used by the insurance industry to analyze and check information provided against existing information;
• any member of the Well Link Group, Our associates and business partners;
• organizations conducting actuarial or research studies;
• government, judicial, law enforcement, tax authority or competent regulatory bodies or any person to whom we are under a legal and/or regulatory obligation to make disclosure; and
• other persons as notified to you on or before the time of collection or use,

in each case both within and outside of Hong Kong. Where We transfer your personal data outside of Hong Kong We will ensure that the recipient of your personal data has in place policies, procedures, suitably secure servers and other measures at least equivalent to Our own.

Direct Marketing

We may, from time to time, use, disclose or provide your name, contact details and personal data (including services and products portfolio, transaction pattern and behavior, financial and demographic data) ('Relevant Personal Data') to members of Well Link Group and Our associates and business partners (whether for gain or not) for their use for the purposes of conducting direct marketing (including but not limited to providing reward, loyalty or privileged programs) in relation to the following classes of products and services that We, Our Group and Our associates or business partners may offer:

• Insurance, banking, financial, securities, assets management and related product and services;
• Products and services in relation to health, wellness and medical, food and beverage, sporting activities and membership, fitness or similar leisure activities, travel and transportation, social networking and media.

We and Well Link Group intend to send you marketing communications or material and use, disclose or provide your Relevant Personal Data in accordance with the paragraphs above for direct marketing purpose and we cannot do so without your consent (which includes an indication of no objection). You may exercise your right to withdraw your consent to the use and/ or the disclosure or provision of your Relevant Personal Data by Us to a third party for direct marketing purposes, and if you choose to exercise such right, We shall cease to use and disclose or provide your personal data for direct marketing purposes, save and except for the purpose of Policy renewal and related services. If you do not agree to Our intended use, disclosure or provision of your Relevant Personal Data, you may write to Us to opt out from or withdraw your consent to direct marketing at any time.

Access Requests

You have the right in accordance with the PDPO to request access to and correct your personal data held by Us. Your request to provide information will be dealt with in a reasonable time and We may recover from you Our reasonable cost for processing your request and supplying the information to you. If We do not provide you with access, We will provide you with reasons for the refusal and inform you of any legal exceptions relied upon.

If you wish to access or correct your personal data held by Us, or if you have any questions, comments and requests regarding this Statement and Our Privacy Policy Statement, please submit your request in writing and address to:

Data Protection Officer of Customer Service
Well Link Life Insurance Company Limited
Units 16-18, 11/F., China Merchants Tower, Shun Tak Centre, 168-200 Connaught Road Central, Sheung Wan, Hong Kong

Security

All information you provide to Us is stored on Our secure servers and, are maintained, controlled, protected and retained for either the period of Our business relationship or, for the requisite retention periods as stipulated in any contractual arrangements or applicable laws (whichever is later). Any payment transactions and all pages that require personal information will be processed in secured way.

Reservation of Rights

We reserve Our rights to vary or amend this Statement and Our Privacy Policy Statement at any time and at Our sole and absolute discretion to ensure the consistency with Our future developments, industry trends and/or any changes in legal or regulatory requirements.

My acknowledgment

You acknowledge and accept that your use of Our website and/or the product(s) and service(s) provided by Well Link Life indicates your acceptance of Our website terms of use and of this security and privacy statement.

This is Well Link Life's current security and privacy statement. It replaces any previous security and privacy statement of Well Link Life published on Our website. We are under no obligation to specifically notify you of any variation to this or any other security and privacy statement.

YOU AGREE AND ACCEPT, BY your USE OF OUR WEBSITE and/or THE PRODUCT(S) AND SERVICE(S) PROVIDED BY WELL LINK LIFE, THIS SECURITY AND PRIVACY STATEMENT.

Similarly, after any variation to this statement, you agree and accept that We have provided you with sufficient notice of the variation and you are taken to have accepted every such new security and privacy statement.